WIC Customer Service Representative 2

• 13 Paid Holidays
• 3 Weeks Annual Leave
• 3 Weeks Sick Leave
• Flexible Schedules within our core working hours of M-F 8:15am-5pm

• Pension Plan
• Employer 401K Match
• Payroll Deductible Health Benefits
• Payroll Deductible Flex Benefits
• Flexible Spending Accounts

• Worksite Wellness
• Diverse Workforce
• Opportunities for Growth
• Hybrid teleworking option for

• Schedules WIC appointments for clients
• Verifies accuracy of data entered by clerical staff using Chart Monitoring logs.
• Monitors security of voucher paper, printed vouchers, and computer system.
• Ability to remain in a stationary position for extended periods to complete administrative tasks.
• Ability to move about within an office, clinic, or outreach setting to access files, meet with participants, or retrieve supplies.
• Regularly operates a computer, telephone, copier, and other standard office equipment.
• Frequently communicates with participants, coworkers, and community partners to exchange accurate information.

• Receives, screens, and directs telephone calls to the appropriate staff member. Answers telephones courteously, receives and notes caller's questions, requests, and needs and routes call to appropriate staff immediately upon receipt.
• Returns calls from voicemail messages within one business day.
• Answers client's questions regarding services offered, business hours, and the Eligibility process.
• Conducts WIC Intake through GA Gateway, Gimms, Grits, GWIS, WEC-Scanned item to gateway. Applications may be received through Worker Portal and/or Customer Portal.
• Reviews for appropriate documentation; client's identifications, proof of residence and proof of income and scan all documentation into GA Gateway and Insight.
• Provides and explains to clients the Rights and Responsibilities form. Obtains signature from client acknowledging understanding of form. Scan form into front in system.
• Receives and distributes incoming correspondence.
• Directs clients appropriately to maintain clinic flow.
• Updates client's information. Import from GA Gateway (GA WIC Intake system) into Front-End system
• Records type of interaction with each client using Daily Activity PARS form. Submits form to assign staff member within clinic. Enters clinic activity into PARS database
• Issues vouchers and schedules next appointment for secondary nutrition education.
• Instructs clients on use of WIC vouchers and grocery vendor system and dual participation.
• Refers clients to other services offered by health center if needed.
• Prints vouchers on demand for clients and documents all overrides.
• Contacts clients from customer portal notification pulled from SharePoint no less than 24 hours after receiving the information from gateway to complete the intake processes.
• Maintains an orderly work area.
• Contacts Clients listed on Clients Without Issues Report to inform of current eligibility status.
• Follows established procedures in facilitating WIC transfers.
• Access policies and procedures disseminated by State WIC Office, DeKalb WIC District Office, and DeKalb Public Health. Maintain knowledge and execute daily responsibilities by compliance of and referencing policies and procedures.

• Aides in maintaining fluent clinic flow by giving periodic verbal assessments of clinic status for Intake and Voucher Pickup to the Office Supervisor, throughout the day.
• Supports training staff. Completes Clerical Checklist and Clerical Competency Assessment when needed.
• Completes reports. Files original forms and submits copies to designated person per District Responsibility assignments.
• Daily identify prenatal who have missed their WIC appointments contact and offer subsequent appointments within processing standards. 3 attempts need to be made.

Georgia Department of Public Health